We want our customers to be happy with everything they buy from us. This is why we are more than happy to accept a refund on most of the goods purchased from us. Please return these items within 14 days and we will refund you. Please note that certain items such as inflated balloons or personalised products cannot be returned due to the nature of the product unless they are faulty. We require notification of any such faults or issues within 24 Hours of them being received and for the complaint to be accompanied by an image demonstrating the issue. Any defects reported after this time cannot be considered due to the nature of the products.

All returns should be sent to Party Save Smile Returns, Unit 16 The Courtyard, Stenson Road, Coalville, Leicestershire, LE67 4JP. We aim to issue a refund within 5 working day of our receipt of your returned goods. Items returned outside of these 14 day return window are processed at our discretion.

If you have any questions regarding a return please contact us via the website contact console.

Damaged and Lost Items

Where an item is damaged, you must notify us of this within 7 days of the expected delivery date (please note we require notice of damage to inflated balloons within 24 hours of them being received). Please notify us in writing via our contact page here. All damages and lost item claims submitted after this time will be considered at our discretion.

Late Delivery Policy

All delivery information times are provided by our couriers and are based on typical transit times. Whilst these delivery times are very accurate, we cannot be held responsible for late deliveries that are as a result of external factors such as adverse weather conditions and postal strikes. We ship all orders where possible, same working day up until 3pm and when the items are despatched they are at the mercy of our courier.

For orders received late as a result of a delivery attempt not being made on your specified date when you have paid for a Royal Mail Special Delivery or Saturday Special Delivery service please contact us, we will be able to raise a claim for a failure to deliver on the guaranteed date and issue a refund for the cost of the delivery of your order. The time to process this refund is dictated by the courier but is typically 7-14 days. Unfortunately if your order is received late as a result of nobody being available to accept your parcel at your specified address a refund cannot be given.

Unfortunately we are unable to offer a refund items delivered late when a non-guaranteed delivery service is chosen.

Undeliverable Items

All orders are shipped to the address that you provided and confirm on the order at checkout. Where an item is unable to be delivered or has been delivered to the wrong address as a result of the shipping details that you provide, we are unable to accept responsibility for this and are not able to offer a refund or resend the items free of charge. We urge all customers to take the time to check all delivery information carefully before completing their order.

Incorrectly Personalised Items

We are more than happy to personalise certain items for you. For items where personalisation is required we request this is sent to us by our customer. We use the exact personalised message, design or logo that you send to us. We ask all customers to check these carefully for any errors or mistakes as once an item is printed we are not able to amend the item without a new order being required. Where an issue arises that is as a result of our customer confirming incorrectly spelt words or a mistake on a logo we are not able to accept responsibility for this and no refund can be issued.

Complaints Procedure

If you have a complaint regarding your order, we are sorry that you feel this way and of course want to understand the issue so that can evolve to meet our customers needs. We require all complaints to be made to us in writing via our contact page here. We aim to respond to all complaints within 1 working day.

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